Introduction

With the aim to strengthen the role of the Central Bank of Kuwait (CBK) for the protection of individual customers’ rights, in particular the consumer and installment loans customers, a circular dated 19-1-2011 has been issued to all banks and investment companies operating in the State of Kuwait regarding establishment of Complaints Units therein to address the complaints raised by customers. Such complaints should be addressed as follows:

First Stage: The individual customer of a banking or financial institution may file his/her complaint to the CBK regulated entities (banks, investment companies and finance companies) on the designated form available at all branches of those entities. Once the complaint has been received by the entity, the latter should act in accordance with the relevant instructions by responding to the complaint in writing within 15 business days from the date of submission, and explaining whether the response includes corrective actions taken to resolve the complaint, or a confirmation by that entity of the validity of the procedures taken to process the transaction complained about.

Second Stage: If the customer is not satisfied with the entity's response, he/she may file an appeal to CBK along with a copy of the entity’s response and the other necessary documentation to assess the validity of the action taken by the entity.

Notes:

In case the entity did not respond to the customer’s complaint with the aforesaid period (15 business days), or did not provide him/her with the complaint form, the customer shall visit CBK and file a complaint about this issue on the designated form.

No complaint/appeal is received via email; all complaints/appeals must be submitted in person at the Reception of CBK Headquarters, provided that the complainant have fulfilled all the requirements stated under the guidelines relating to customers’ complaints/appeals.